topic Re: Giga Hub not working with Wi-Fi app in Internet

Giga Hub not working with Wi-Fi app

Kmccolgan — Wed, 09 Nov 2022 00:41:49 GMT

I recently had my tv and internet service updated. In the process they updated my home hub 4000 to a “Giga hub” (which look the same). When I go to use “bell Wi-Fi “ app to manage my devices my Giga hub” is “offline” even though the internet is working..

also the hub isn’t connecting correctly to my pods. thank you

Re: Giga Hub not working with Wi-Fi app

BellNick — Thu, 10 Nov 2022 19:16:33 GMT

Hi there @Kmccolgan,
Thank you for your post and welcome to the Community
Have you tried using our Virtual Repair Tool? It is good for testing and remotely resolving issues.
Have you tried resetting your equipment?
Have you tried reinstalling the Wi-Fi app?
Looking forward to hearing back.

Re: Giga Hub not working with Wi-Fi app

SeanC — Mon, 20 Feb 2023 20:33:06 GMT

I have had the same thing going on for four months. When I switched to 3.5GB and was moved onto a Gigahub from the HH4000. I tried various times to resolve it. My HH4000 stayed in settings, i did NOT have any pods. and the Wifi App cannot connect to the Gigahub.

I've called support and was bumped around. Ended up speaking to the testing center and they could not resolve it. The modem works, I am on 1.16 Firmware but the WiFi app cannot see my Gigahub.

If anyone resolves this, PLEASE leave some information about what they did to resolve it. A reference ticket number or something.

Cheers

Re: Giga Hub not working with Wi-Fi app

BellNick — Wed, 02 Apr 2025 16:36:00 GMT

Hi there @SeanC
Thanks for your post.
Just to confirm, have you tried all of the troubleshooting steps listed throughout this thread?
Looking forward to hearing back.

Re: HH4000 to Giga Hub upgrade and Wi-Fi app still shows old modem

SeanC — Wed, 22 Feb 2023 20:35:37 GMT

Hello Nick, yes, I have. Sadly no improvement. I still see this when home.

Re: HH4000 to Giga Hub upgrade and Wi-Fi app still shows old modem

BellNick — Mon, 27 Feb 2023 18:45:08 GMT

Hi there @SeanC
We'd like to take a closer look into this and have sent you a private message.
Please check your Messages within your profile avatar in the top right corner.
Unsure how to check or send a private message? See How to send a private message

Re: HH4000 to Giga Hub upgrade and Wi-Fi app still shows old modem

Superfly — Sun, 12 Mar 2023 16:35:22 GMT

I am having the same issue as everyone here. Tech support has been unable to help. My new giga hub will not show up in my bell wifi app. It just says internet not connected.

Re: Giga Hub not working with Wi-Fi app

Kmccolgan — Sun, 12 Mar 2023 16:36:52 GMT

The thing that I had to do is unpair all you existing pods… even though they seem connected on the app.. once I reinstalled my pod everything came back to normal

Re: Giga Hub not working with Wi-Fi app

Deerock84 — Wed, 02 Apr 2025 17:16:51 GMT

I just dealt with this after switching from a HomeHub3000 to a GigaHub.

You have to call in to tech support, there is no other option. Your Hub is associated with your previous router and the changeover failed to happen. I was also told I had to exchange my Pods for the new version. I'm not sure if that's true but I wanted the 6E coverage anyways so that worked out fine.

After multiple people told me to wait, the final person fixed it live during my call.

Good luck!

Re: Bell Wi-Fi app show Giga Hub is offline

ZaneP — Fri, 29 Sep 2023 20:58:12 GMT

I think your B1xxxxxx user account profile is tied to the replacement modem and no longer associated with the original modem. It's possible that Bell needs to update your profile with the serial number of the first one you got (and are still using)

Call Support to get this corrected: 1-844-310-7873.

Re: Giga Hub not working with Wi-Fi app

Alms7 — Thu, 16 Nov 2023 04:20:57 GMT

@Deerock84 What did you state to them on the call? How best to describe to the agent what the issue is so hopefully an expert can fix it?

Re: Giga Hub not working with Wi-Fi app

Deerock84 — Thu, 16 Nov 2023 14:25:12 GMT

Tell them that your pods are still connected to your old router and you need them to update their system so the pods are connected to your new gigahub.

They'll do it on the call and you'll be able to see the pods be removed and then re-added in your Wifi app. When you get logged out of the app, that's a good sign. Don't log back in until they tell you it's clear to do so.

Re: Giga Hub not working with Wi-Fi app

Chubroy — Tue, 12 Dec 2023 01:01:43 GMT

I'm in a similar situation, upgraded from 3000 to giga hub , I can see the giga hub in the "others" section of the access points but it shows that's it's offline. Says "Network outage" (even thought my wifi and ethernet cable connection are working) therefore I cannot control my wifi settings. I reinstalled the app a couple time already, not sure what to do next, should I wait ? Thank you

Re: Giga Hub not working with Wi-Fi app

RJB — Tue, 12 Dec 2023 01:14:07 GMT

You should either wait or call tech support. I had to wait until my old 3000 hub was received by Bell and de-registered by Bell. App has been working 100% since then.

Re: Giga Hub not working with Wi-Fi app

Vanadiel — Tue, 12 Dec 2023 19:19:11 GMT

The easiest way to manage connections if the app does not work, is to use the modem's interface and configure from there.

See here for instructions: Configure WiFi without the app

Note: sometimes the default password for modem access is admin rather than the serial number...

Re: Giga Hub not working with Wi-Fi app

BellPatricia — Wed, 13 Dec 2023 20:37:27 GMT

Good evening @Chubroy,

Welcome to the Bell Community.

We wanted to check in and see if you are still experiencing any trouble.

Please keep us posted, we are here to help if you need assistance.

- Patricia

Re: Giga Hub not working with Wi-Fi app

Chubroy — Thu, 14 Dec 2023 21:48:41 GMT

Yes it's still doing the same thing, I shipped back the home hub 3000 and they should get it soon. I'll probably call tech support when I get a chance and see what they can do so I can use the wifi app again for parental controls. Thanks

Re: Giga Hub not working with Wi-Fi app

BellPatricia — Fri, 15 Dec 2023 14:19:39 GMT

Hi @Chubroy,

We'd like to see what can be done to sort this out, and have sent you a private message. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

- Patricia

Re: Giga Hub not working with Wi-Fi app

rsusrrected — Wed, 02 Apr 2025 17:31:41 GMT

I got my Giga Hub changed recently for a new one, ever since then my app has been showing as my hub and both bods are offline. 1 month without use of pods, Bell credited me 1 month for the pods but this hasn't solved anything. I dont necessarily need the app other than the pods, but my 3.5g internet runs speeds of 50mbps on wifi 16 feet away from the modem. The pods were useful since I can use ethernet backhaul, but every agent I speak to says to wait 24hrs yet its been a month and it hasn't changed. Super frustrating.

Re: Giga Hub not working with Wi-Fi app

rsusrrected — Wed, 02 Apr 2025 17:31:11 GMT

UPDATE: Agent John Frederick was able to reset the Bell Wifi app which led me to configure the hub and pods on the app as if it was a brand new setup. It took a month to figure out but he was capable of sorting it out.